24/7 Managed Network Operations Center (NOC) Services for a Leading US-Based Home Appliance Brand
Overview
The client is a leading US-based home and industrial appliances product manufacturer, marketer, and distributor. ACL Digital has provided expertise in Infrastructure Managed Services to set up 24/7 NOC and Incident Management Support services to optimize the performance of the client’s IT infrastructure and improve service delivery.
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Challenges
Absence of a Single NOC monitoring desk and Incident management desk for business-critical applications and IT Infrastructure
Lack of visibility to their End-to-End Infrastructure
Performance issues
Absence of SLA-based delivery and publishing reports to management
Overhead of resources for delivery of services
Solution
Managed 24X7 IT NOC and Incident Support
- 24X7 L1 NOC support desk for all IT Infra & Business Apps (Internal & Consumer facing), data center devices
- Incident reporting, Ticket Prioritization, End-to-end ownership of 100% alert, and coordinating with the Internal team for critical tickets
- Knowledge articles and Knowledge tips created for faster resolution
- Creation of Dashboards to Leadership for better governance
- Total manpower deployed: 10
Outcomes
- Established a centralized incident management and monitoring desk
- 25% reduction in operational costs by strategically decommissioning redundant monitoring tools, optimizing resource allocation
- Achieved faster response times, enabling prompt resolution of issues
- Delivered an enhanced customer experience through streamlined incident management
